Corporate Call Flow

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Outbound script – Card Member

A collector / manager follows the script below for an outbound call to a card member.

Collector: Hello, I’m calling on a recorded line, this is {your first & last name} calling for {card member’s full name}.

Instruction: If other party does not confirm

Collector: “Is this {card member’s full name}?”

Card Member: “Yes, what is this about?”

Collector: “This is regarding your business matter with {corporation name}.

(Completes verification as defined in ‘Outbound verification matrix of the ‘”NCI Amex User Guide”)

Collector: “Thank you for the verification. American Express has referred your past due account to Nationwide Credit, Inc. for a resolution.”

Collector: “Before I continue, I’d like to let you know…”

Collector: “This communication is an attempt to collect a debt by a debt collector or consumer collection agency and any information obtained will be used for that purpose.

Collector: “I am calling from Nationwide Credit, Inc. to help resolve your American Express corporate card for a balance of $ XXXX.XX. How can I help you resolve this account today?”

 

Outbound script – Program Administrator (“PA”)

A collector / manager follows the script below for an outbound call to a corporation to speak with the PA.

Collector: “Hello, I’m calling on a recorded line, this is {your first & last name} calling for the Program Administrator or travel expense manager for American Express corporate cards.”

Corporate Representative: “What is this about?”

Instruction: Do not reveal the name of the card member until you confirm you are speaking with the PA or a travel expense manager.

Collector: “This is regarding a business matter with {corporate name}.”

Corporate Representative: “Where are you calling from?”

Collector: “I am calling from Nationwide Credit. Inc. Can you please transfer the call to the PA / travel expense manager?”

(Call transferred)

Collector: Hello, I’m calling on a recorded line; this is {your first & last name} callingfor the Program Administrator for American Express corporate cards.”

PA: “Yes, that’s me”

Collector: “Thank you, and can you confirm your name please?”

Instruction: Confirm PA name.

Collector: “I’m calling from Nationwide Credit, Inc. in regards to the American Express Corporate card for {card member’s Full name} which has an outstanding balance. Can you confirm if the card member is still working with the company, or if you have a phone number to reach him/her?”

Instruction: If you are not able to locate the card member with the name, you may provide the last 5 digits of the Amex card number, city and state of the card member the address

Instruction: If required to check reimbursement status

Collector: “There is an outstanding balance of $ XXXX on the card, wanted to check if the card member has filed the expense report and the  Reimbursement status.”

 

Leaving Call Back Details with the PA

If the PA / travel expense manager for a corporation requires NCI call back information,

NCI collector / manager provides the corporate script with call back details.

“My name is {collector / manager full name} and I am calling from NCI, if you need to contact me, please call me at {NCI toll free number},  extension {collector extension number}.”

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